[WSBAPT] Elder Clients Confusing Text and Email

[Brent Williams-Ruth]

Thank you.

I want to offer a bit of clarification.

I do ask for preferences and will update those when years go by.

This question stemmed from today when a client asked me to email her as we
were talking and it was discovered that she had confused the two.  She did
not want to wait to have it mailed via USPS.

I therefore revise my query to narrow my request for input - do any of you
use an office text messaging process/service?

*Brent Williams-Ruth* (pronouns: he/him)
*Attorney-At-Law*

*Law Offices of Brent Williams-Ruth, **a division of BWR Consulting, PLLC*

*Physical Address: 500 S 336th Street, Suite 214; Federal Way, WA 98003*

*Mailing Address: **PO BOX 3319; Federal Way, WA 98063 *

Office/Scheduling Phone: (253) 285-7751

For All Meetings & Scheduling: info at williams-ruthlaw.com

e-mail <Brent at Williams-RuthLaw.com> / website
<http://www.williams-ruthlaw.com/> / facebook
<http://www.facebook.com/bwrlaw> /


On Mon, Sep 28, 2026 at 11:22 AM Katie Smith Patel <katie at paracletelaw.com>
wrote:

> The majority of my work is remote, which inevitably involves some
> technology.  I try to get their preferences for communications at the first
> contact.  “Do you regularly use email?” is a gateway question.  If the
> answer is no and they are too far to meet with in person, I frequently find
> someone local who can meet with them in person because I worry that
> following instructions for a remote signing may be too confusing.  Even
> with clients who are very comfortable with electronic communication, I tend
> to default to paper on the basis that drafts are easier to review in that
> format and I believe it is more client-friendly.  I use a lot of paper,
> binders, tabs, priority mail, and postage-paid return envelopes.  For
> intake, I like the security of paper and mail and caution clients to avoid
> email for this kind of personal information.  For interim communications
> like confirming names and addresses, an old fashioned telephone call works
> fine if I sense email is not preferred – the downside is efficiency when
> clients are in the mood for chit chat – but I view it as part of building a
> relationship.
>
> <https://www.google.com/maps/search/112+Genessee+Street+%0D%0A+Medford,+OR+97504?entry=gmail&source=g>
>
>
>
> The bottom line is that communicating to fit the preferences of the client
> is always going to be easier than educating the client to prefer my
> preferences and improve their technological competence.
>
>
>
> Katie Patel
>
> Paraclete Estate Planning, LLC
>
> (541) 499-9085 (direct)
>
> 112 Genessee Street
> <https://www.google.com/maps/search/112+Genessee+Street+%0D%0A+Medford,+OR+97504?entry=gmail&source=g>
>
> Medford, OR 97504
> <https://www.google.com/maps/search/112+Genessee+Street+%0D%0A+Medford,+OR+97504?entry=gmail&source=g>
>
>
>
>
>
>
>
> *From:* wsbapt-bounces at lists.wsbarppt.com <
> wsbapt-bounces at lists.wsbarppt.com> *On Behalf Of *Brent Williams-Ruth
> *Sent:* Monday, September 28, 2026 10:52 AM
> *To:* WSBA Probate & Trust Listserv <WSBAPT at lists.wsbarppt.com>
> *Subject:* [WSBAPT] Elder Clients Confusing Text and Email
>
>
>
> Greetings Colleagues who do Estate Planning -
>
>
>
> I am looking for ideas/suggestions/assistance on dealing with technology
> challenges with clients in a higher age bracket.
>
>
>
> My office has really encountered an uptick of clients confusing text
> messages with emails.  I do a lot of plain language recap with clients sent
> as email just to help confirm spelling of names, addresses, correct order
> of telephone number digits, etc.
>
>
>
> My office DOES NOT have a cell phone and I am not technologically savvy
> enough to know how to send an email to a telephone number (if that is even
> a thing....feel free to educate me on that if it is).
>
>
>
> A client this morning confessed that they have not been using email for
> the past two years because they cannot figure out how to reset their
> password after getting locked out.
>
>
>
> I fancy myself as someone who works well with elderly clients but find
> myself at a loss in this particular situation. Appreciate any thoughts you
> may wish to share.
>
>
>
> Brent
>
>
> *Brent Williams-Ruth* (pronouns: he/him)
> *Attorney-At-Law*
>
> *Law Offices of Brent Williams-Ruth, **a division of BWR Consulting, PLLC*
>
> *Physical Address: 500 S 336th Street, Suite 214; Federal Way, WA 98003
> <https://www.google.com/maps/search/500+S+336th+Street,+Suite+214;+Federal+Way,+WA+98003?entry=gmail&source=g>*
>
> *Mailing Address:** PO BOX 3319; Federal Way, WA 98063 *
>
> Office/Scheduling Phone: (253) 285-7751
>
> For All Meetings & Scheduling: info at williams-ruthlaw.com
>
> e-mail <Brent at Williams-RuthLaw.com> / website
> <http://www.williams-ruthlaw.com/> / facebook
> <http://www.facebook.com/bwrlaw> /
> ***Disclaimer: Please note that RPPT listserv participation is not
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> attorneys, law students, professionals working in related fields, and
> others.***
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